FAQ
Can I preview my custom portrait?
Yes! We’ll send a preview of your custom pet portrait within 1–2 business days via email (contact@paw-pixie.com) or WhatsApp (+1 424-485-5739), along with your order number. You're welcome to request any edits—we’ll make adjustments based on your feedback until you’re completely satisfied.
Do you offer any discounts or rewards?
Yes! You can earn discount vouchers through our points program:
For every $1 you spend, you earn 1 point.
👉 Points can only be earned by adding us on WhatsApp: (+1) 424-485-5739.
You can redeem your points for vouchers of different values.
You can also invite friends to shop and earn rewards—both you and your friend will receive an exclusive discount!
Do you create portraits for all animals?
Yes! We create portraits for all kinds of unique pets around the world—from adorable bunnies to cherished pet birds.
If it’s an animal, there’s a good chance we can create a portrait for it.
Please note: We currently do not create human portraits (no matter how cute you are!).
Can I include multiple pets in one portrait?
Yes! You can [click here] to view our 2-pet and 3-pet portrait options.
If you'd like to include more than three pets in a single portrait, please contact our support team at contact@paw-pixie.com—we’d be happy to help!
Can I get a portrait without my pet’s name?
Yes! We appreciate clean, minimal designs just like you do.
If you prefer a portrait without your pet’s name, simply leave the name field blank when placing your order.
What makes a good photo?
- Good lighting – Take the photo in natural light. Avoid filters to ensure the most accurate colors.
- Clear close-up – Try to capture your pet’s ears, head, neck, and chest. A sitting or standing pose works best.
- Avoid blurry or top-down angles – These make it harder to capture your pet’s unique features accurately.
👉 For more tips, check out our [Photo Guide].
Can I cancel my order?
Since each portrait is made to order, we begin processing your artwork shortly after the order is placed.
If you need to cancel, please contact us within 6 hours of placing your order by emailing contact@paw-pixie.com or messaging us on WhatsApp (+1) 424-485-5739.
⚠️ Cancellations will not be accepted after 6 hours.
📦 However, you may still update your shipping address within 42 hours of placing your order.
Is the portrait made by AI?
Absolutely not! Every portrait is 100% hand-drawn by professional artists—no AI involved.
✔️ We’ll send you a preview before printing, and all edits are done manually.
✔️ You’ll see your artwork evolve step by step through a real creative process—not generated in an instant.
✔️ Still unsure? We’re happy to share behind-the-scenes sketches upon request.
What are the sizes of your posters and frames?
Our frame widths range from 1 inch to 1.5 inches, depending on the size of your portrait.
🖼 Poster sizes (including approx. 1-inch frame width):
- 8x10 in (20.32 x 25.4 cm)
- 10x12 in (25.4 x 30.48 cm)
- 12x16 in (30.48 x 40.64 cm)
- 14x18 in (35.56 x 45.72 cm)
- 18x24 in (45.72 x 60.96 cm)
- 20x26 in (50.80 x 66.04 cm)
What is a digital download?
A digital file is perfect for sharing on social media, printing, using as a phone wallpaper, or keeping as a lasting memory.
Over 60% of our customers choose to add a digital version for easy saving and showcasing of their custom artwork.
This is an optional add-on for $10, available only with the purchase of a physical product.
We currently do not offer digital files as a standalone item. Your file will be emailed to you once your order has shipped.
We adjust our production timelines based on the complexity of each product to ensure the highest quality.
👉[Click here to learn more]
I just placed an order—when will it ship?
📦 Estimated Delivery Times
-
United States: Orders typically arrive within 1–2 weeks after purchase. During peak holiday seasons, delivery may take up to 4 weeks.
Please note: Custom plush toys may require additional time to ensure the highest quality. - UK, Australia, Canada, and Europe: Orders usually arrive within 2 weeks. During peak seasons, delivery may take up to 4 weeks.
Note: Some specialty products may take longer, depending on order date and type. [Click here for details].
What is Fast Delivery?
Fast Delivery is an optional add-on that gives your custom artwork priority in our production queue.
With this option, your order will be completed and shipped faster than standard orders.
⚠️ Please note: Fast Delivery only speeds up production time—it does not affect the shipping carrier’s delivery speed.
- $15 for standard custom portrait products
- $45 for custom plush clone products
Will all my items be shipped together?
We always do our best to ship your items together.
However, in some cases, certain items in your order may be completed earlier and shipped separately.
For example, if you ordered a framed portrait and a keychain, the framed portrait may ship on its own.
What if I entered the wrong address?
If you entered an incorrect or auto-filled address, simply reply to your order confirmation email with the correct address.
Please double-check for any mistakes and contact us at contact@paw-pixie.com or send a message via WhatsApp (+1) 424-485-5739.
📌 Be sure to include your order number so we can assist you quickly.
📦 We can update your shipping address within 48 hours of placing your order.
⚠️ After 48 hours, we cannot make any changes or offer refunds.
❗Please note: This only allows changes to the shipping address. Product type or design can only be changed within 6 hours of placing the order.
How much is shipping?
We offer free worldwide shipping on all orders over $100.
For orders under $100, a flat shipping fee of $10 applies to the U.S., U.K., Canada, Australia, and other international destinations.
What if I don’t like my order? Can I return it? What if there’s a problem?
Because all products are custom-made, change-of-mind returns are not accepted; however, we offer a 100% Satisfaction Guarantee.
- 100% Satisfaction Guarantee: If the finished piece doesn’t meet your expectations, please describe the issue (you may include edit notes). We will review your case and provide a solution (adjustments/remake/exchange/compensation).
- Contact window: Contact us within 14 days of delivery and include clear photos/videos.
- Return authorization (RMA): Do not ship anything back without authorization; return addresses vary by product. Please contact us via WhatsApp or email, and we will provide the detailed return address and instructions.
- Processing time: Once approved (and, if a return is required, upon receipt and inspection), we will complete a refund or replacement within 2 business days.
Note: If the returned item materially differs from the submitted photos/videos, we may adjust the resolution or decline the request.
📩 Please contact us at contact@paw-pixie.com or via WhatsApp at (+1) 424-485-5739, and be sure to include your order number.
I have a question that’s not answered here. Can you help?
Absolutely! Feel free to contact us at contact@paw-pixie.com or message us on WhatsApp at (+1) 424-485-5739—we’d be happy to help.
We receive a high volume of messages, so to help us respond faster, please include your order number and a brief description of your question. Thank you!
*Why should I trust you?
Since 2019, we've hand-crafted meaningful pet portraits for over 500,000 families, earning thousands of verified 5-star reviews from happy customers around the world.
Each piece is created by a real artist, not AI—because we believe your pet deserves genuine care and a human touch.
Our work has been featured by trusted media outlets across North America, boosting our public credibility and reinforcing our commitment to heartfelt craftsmanship.
We proudly offer a 100% satisfaction guarantee:
If you're not happy with your portrait, we'll remake it for free—no questions asked.
Backed by a growing team of experienced, pet-loving professionals, we treat every order like it’s our own.
Want to know who we are and what we stand for?
👉 Visit our [About Us] and [Our Company] pages to learn more—and shop with confidence.
Can I become an affiliate and earn commissions?
Yes, you can join our affiliate program and earn commissions by promoting our products.
Simply sign up using the link below to start earning!
How do I leave a review?
Your feedback means the world to us! To leave a review, just scroll to the bottom of our homepage and click the “Write a Review” button to share your thoughts.
What currencies can I pay with?
We support a wide range of currencies for your convenience, including:
USD, EUR, GBP, CAD, AUD, NZD, JPY, MXN, SGD, MYR, INR, BRL, ZAR, CHF, SEK, NOK, KRW, THB, and more.
Scroll to the bottom of the page to select your country and switch the currency.
Contact Us
Please note: We are unable to make any changes to your order—including cancellations, photo changes, or frame size upgrades—after 6 hours from the time your order is placed.
Order arrived damaged?
Please email a photo of the damage along with your order number to contact@paw-pixie.com, and we’ll help arrange a replacement.
Still need help?
Feel free to reach out to us:
📧 Email: contact@paw-pixie.com
📱 WhatsApp: +1 (424) 485‑5739
— We’re happy to help!